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President's Letter: Important Fan Forum Feedback

Monday, 03.11.2013 / 5:00 PM ET / News
Florida Panthers
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President\'s Letter: Important Fan Forum Feedback

Dear Fans,

I hope you are doing well. As you may be aware, over the past six Florida Panthers home games our Vice President of Sales & Service Ryan McCoy and I have been hosting pregame fan forums with season seat owners to get their feedback on everything from their in-arena experience to their overall customer service.

These forums have been enlightening to say the least and it is clear that we must further enhance our commitment to providing the best experience and service in the sports and entertainment industry.

That said, we have already begun to act upon some of the feedback we have gotten and wanted to update all of our fans with responses to the most frequently received comments and issues:

SSO representative responsiveness: We are developing a training program to provide our reps with better service skills. We are also giving the reps more autonomy to make good customer service decisions so they can respond to SSO requests faster and more efficiently. We are also beginning to add more staff to better attend to SSO needs.

Game presentation related issues: We have met with our game presentation staff and have directed them to equitably include all fans (400 level, club level, suite level and 100 level) in fan interaction and recognition elements. In addition, we have already implemented additional replays in to the game presentation but are somewhat limited by our current technology.

Scoreboard: We are actively looking in to a new scoreboard and hope to have one in place sooner rather than later.

SSO benefits: As some fans did not find value in the free SSO concert series we will be sending an update within the next 48 hours with alternative benefits for SSO to choose from.

Parking: In the short term we are working with our vendor USA Parking to expedite parking ingress and egress for the remainder of the season. In the long term we are considering designated SSO parking entrances.

Honoring SSO longevity: We are working on a program to honor SSOs that have been with the organization for a long time, specifically original 93 SSOs. This program should be announced by the end of the season.

Acknowledging special dates for SSO: Due in large part to fan feedback, we have invested in a new CRM system that captures this personal fan data and will allow us to be proactive in acknowledging SSO birthdays, anniversaries, etc.

Philosophical approach to SSO benefits: Although the industry standard is to base benefits on number of games as opposed to number of dollars invested, we are researching new ways to apply benefits that will satisfy all parties.

Ticket exchange and blacked out games: We are one of the only NHL teams to utilize a ticket exchange program and in order to grow our business properly we need to maintain certain limitations. That said, we encourage you to contact your rep with any special circumstances and we will do our best to accommodate you.

Consistent section ushers: We are working with our building General Manager to maintain a consistent usher in SSO sections but this is sometimes made difficult by the frequency of events at the BB&T Center.

That said, we will continue to host these forums for the remainder of the season and we will not stop working until we are providing the incredible level of customer service you expect and deserve. In addition, we encourage you to continue providing feedback in anyway possible and to utilize the “suggestions” area on our web site which can be found here:


Thank you for your time and continued support of this franchise and go Panthers.


Michael R. Yormark


Florida Panthers




1 WSH 50 37 9 4 163 112 78
2 FLA 52 31 15 6 143 115 68
3 NYR 52 29 18 5 148 134 63
4 TBL 51 29 18 4 137 118 62
5 BOS 52 28 18 6 151 137 62
6 DET 52 26 18 8 130 131 60
7 PIT 51 26 18 7 132 130 59
8 NJD 53 26 20 7 119 120 59
9 NYI 50 26 18 6 135 126 58
10 CAR 53 24 21 8 129 141 56
11 PHI 50 23 18 9 119 130 55
12 MTL 53 25 24 4 142 142 54
13 OTT 53 24 23 6 148 165 54
14 BUF 53 21 26 6 120 139 48
15 TOR 51 19 23 9 117 140 47
16 CBJ 54 21 28 5 135 168 47


J. Jagr 49 16 21 11 37
J. Huberdeau 52 10 27 10 37
A. Barkov 42 16 19 13 35
J. Jokinen 52 10 25 12 35
V. Trocheck 52 17 16 4 33
R. Smith 52 16 15 11 31
B. Pirri 48 10 13 -4 23
A. Ekblad 48 10 12 21 22
B. Campbell 52 4 16 17 20
N. Bjugstad 37 9 8 -3 17
R. Luongo 23 13 5 .930 2.13
A. Montoya 8 2 1 .931 1.93

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